ComplaintsforHotel Collection LLC

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have several auto deliveries with this company and they are impossible to cancel. When you click on the subscription there is an option to CANCEL however it will not perform the task. There is a pop up that says to call the company. I called, was on hold for 20 minutes and finally a human answered. I expressed that I wanted to cancel ALL subscriptions and this individual said "I am sorry to hear that, I will transfer you to that department". I was on hold for another 10 minutes and then the line went dead. I have also tried emailing the company at ********************************* AND ********************************* the mailbox is either FULL or I never receive an answer. This company is a scam as far as I am concerned.

  Business response

  09/27/2024

  We're currently experiencing a higher-than-usual volume of inquiries, which has resulted in a delay in our response time. Please know that we are actively working to improve our processes and ensure a better experience for our customers.The customer's subscription has been fully cancelled as requested.

  Please find proof attached,

  Customer response

  09/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I truly believe that they would NOT have responded had I not contacted BBB and made the complaint. Thank you for being the middle man.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a diffuser and 3 month subscription on April 23, 2024, order number HC1090237. Approximately 3 months after receiving it, the diffuser quit working. I began contacting them for a replacement diffuser on August 13, 2024. I have jumped through every hoop, been hung up on 4 times, and after waiting on the phone for 2 hours on August 27th, technical support told me I wasnt within the 90 days to get the diffuser replaced. When I asked technical support to transfer me to management, they hung up me. I tried to cancel my subscription, but cant because I havent fulfilled my 90 day subscription. How can you be out of the 90 day replacement period, but not out of the 90 day subscription period?

  Business response

  09/19/2024

  We're sorry to hear that the machine stopped working. We can confirm that the subscription has been fully cancelled, we'd like to offer a new diffuser as courtesy. The customer can let us know her decision through BBB. 

  Please find proof of cancellation attached,

  Customer response

  09/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Impossible to cancel subscription. Tried via email, phone, etc. It is a continuous runaround. All the items I purchase have failed.

  Business response

  09/17/2024

  We're currently experiencing a higher-than-usual volume of inquiries, which has resulted in a delay in our response time. Please know that we are actively working to improve our processes and ensure a better experience for our customers.The customer's subscription has been fully cancelled as requested. 

  
  Please find proof attached,

  Business response

  09/17/2024

  We're currently experiencing a higher-than-usual volume of inquiries, which has resulted in a delay in our response time. Please know that we are actively working to improve our processes and ensure a better experience for our customers.The customer's subscription has been fully cancelled as requested. 

  
  Please find proof attached,

  Customer response

  09/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 2 diffusers and multiple oils form the business. I bought a replacement oil it was half gone and broken when I received it and now neither of my diffusers are working properly. Getting a hold of someone to address these issues has been impossible.

  Business response

  09/12/2024

  Hi, 

  We're sorry that the customer is having issues with both diffusers, this is not the experience we aim to provide. We'd like to offer two Studio Scent Diffusers free of charge or a Tower Scent Diffuser. 

  We will remain attentive to the customer's decision to proceed accoringly! 

  Customer response

  09/13/2024

   
  Complaint: 22176025
  
  I am rejecting this response because:

  I already attempted to deal with customer service and they would not provide me with replacements for the studio diffusers. I would settle for a villa diffusers as they are the same price as the tower diffuser. 

  
  Sincerely,
  
  *****************************

  Business response

  09/19/2024

  If the customer agrees to a Tower, our **************** manager will personally reach out to the customer to arrange the order and the scent the customer will choose. The customer will not be contacted by our agents. 

  Best, 

  Customer response

  09/19/2024

   
  Complaint: 22176025
  
  I am rejecting this response because:

  I have made multiple attempts with customer service to make this right and was denied. I've also made multiple phone calls and receive no response on faulty equipment. I've bought 2 diffusers and multiple oils and the tower is not equal to replace what I when purchased. 

  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Have been repeatedly tried cancelling a monthly home-scenting subscription with this business. Their customer service is horrible, both via phone and email. They keep charging my credit card $64.90

  Business response

  09/11/2024

  We're currently experiencing a higher-than-usual volume of inquiries, which has resulted in a delay in our response time. Please know that we are actively working to improve our processes and ensure a better experience for our customers.The customer's subscription has been fully cancelled as requested. 

  
  Please find proof attached,

  Customer response

  09/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Maylani Pallarca

• Initial Complaint

  08/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have tried for over a month to reach customer service via phone, email, and chat. I only received AUTOMATED email replies that appear to be humans and sit on hold for hours . I have logged into my account and attempted to cancel my subscription and I get a pop up that customer service will contact me. They never do. I can only keep pushing my shipping date . This is absolutely ridiculous.I have 8 + refills In my cabinet and cant even used them. My 2 diffusers are broke and they dont replace the parts. Ive emailed and emailed and explained my reason for canceling. I love the product but its broke right now and I cant cancel the 2 refill ls that come in my subscription. My work has 10+diffusers . Extremely disappointed in the customer service and allowing me to cancel the 110. A month refill. Making a great product get a bad name due to poor customer service. Youll see my past real order was 3/28/24. Then some how 7/26 it re activated. Not by me. I immediately started contacting them on 7/26 when I got a email that said thank you for my purchase. I am willing to return the unopened box and went a refund. I want my subscription cancelled until I fix or buy a new diffuser. Thank you.

  Business response

  09/11/2024

  Hi BBB, 

  We're currently experiencing a higher-than-usual volume of inquiries, which has resulted in a delay in our response time. Please know that we are actively working to improve our processes and ensure a better experience for our customers.The customer's subscription has been fully cancelled as requested. We're sorry to hear about the experience, and we'd love to send a new diffuser free of charge if the customer agrees. We will remain attentive to her comments. 

  Please find proof attached,

  Customer response

  09/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  08/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have tried to cancel my subscription going on 3 months now. Countless emails and many calls requesting to cancel, and when I finally did get ahold of someone on the phone they had to transfer me to another department. Which hung up on me and rerouted me to the main line. Unacceptable and it's feeling like one big scam. Will not recommend or support this business moving forward. Terrible experience. What's worst is that I'm still being charged.

  Business response

  09/11/2024

  We're currently experiencing a higher-than-usual volume of inquiries, which has resulted in a delay in our response time. Please know that we are actively working to improve our processes and ensure a better experience for our customers.The customer's subscription has been fully cancelled as requested. 

  
  Please find proof attached,

• Initial Complaint

  08/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had a subscription service for oil with one of the diffusers. The diffusers started to leak oil and not omit scent after my 2nd delivery. I reached out via email to complain and never got a response. The next month, I received another shipment and emailed and called at least 10 times over a 2 -3 week period asking for a resolution. I wanted to a replacement sent to me and a refund for the oil I was wasnt able to use. Instead I was pushed to be up sold. After numerous attempts to cancel, I was able to cancel my subscription today but Im Still waiting for a refund for the 2 months of subscription oil that I wasnt able to use.

  Business response

  09/11/2024

  The customer filed two chargebacks, and they funds have been deducted from our account. Therefore, the customer's financial institution has the money and should return it to the customer's account. 

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased: July, ****** Received: July 16, 2024 - Item was delivered with the oils leaking everywhere from the seal. I didnt use the oils and requested a replacement. Replacement Received: July 30th - Which also came with the oil leaking everywhere and I was unable to use. 2nd Subscription Received: August 8th - Also, came leaking everywhere from the cheap seal used. At this point, I realized no matter how many replacements I request that they were all going to come in leaking and contaminated. I tried the diffuser anyways with one of the 3 leaking oils I received and it didnt push any of the oils out. I can hear it on, but there was hardly any smell. Mind you, Im only trying this in a small room. I tried it with another of the oils I received and still no scent. So not only am I receiving contaminated oils through transit but the item doesnt even work. I emailed on Aug 13th to return the item for a full refund and to cancel my subscription with no response. So I emailed again on Aug 14th and also put in a ticket from the website with a response stating that Ill receive a message from their Loyalty Team. Ive called and requested the email to that team on Aug *****th with no luck of getting ahold of anyone. I keep receiving a bunch of spam calls and emails with the company pushing me to buy more products, but no response to resolve this major issue. My next subscription oil is set to send Aug 3rd, and I want to cancel before Im charged and also return all the contaminated oils along with the diffuser for an immediate refund. I will not have my family breathing in nor paying for a product that comes seeping oil and is contaminated while in transit. Its a major health concern, and I want an immediate resolution.

  Business response

  09/06/2024

  We're currently experiencing a higher-than-usual volume of inquiries, which has resulted in a delay in our response time. Please know that we are actively working to improve our processes and ensure a better experience for our customers.The customer's subscription has been fully cancelled as requested. In addition, the customer has received refunds for said transactions. We apologize for any inconvenience this may have caused. 

  Please find proof attached,

• Initial Complaint

  08/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for the ***** subscription and thought the initial charge for shipping was included it was not. Then the contract was for three orders and then you could cancel without (questions), not the case. I attempted to cancel multiple times, and it is very difficult. The emails came back undeliverable. The number on the website was not a working number. I replied to email they sent me and (they are not monitored. After speaking with a person and getting confirmation that my account was closed, I was shipped another bottle. I hope that the third time is the charm

  Business response

  09/06/2024

  Hi BBB, 

  We're currently experiencing a higher-than-usual volume of inquiries, which has resulted in a delay in our response time. Please know that we are actively working to improve our processes and ensure a better experience for our customers.The customer's subscription has been fully cancelled as requested. 

  
  Please find proof attached,

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩